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A customer self-service portal, as the name suggests, is a website or an application that allows customers to help themselves. Businesses leverage customer portals to help their customers find answers to their common queries and questions easily on their own. Customers may also place orders, raise complaint tickets, track their progress, etc. without any need for human support. It is a win-win situation for both your organization and your customers. Because for you, it takes away the hassle of handling redundant queries and complaints. For customers, it helps solve most of their problems themselves which saves their time and engages them. Elements and Features to Consider When Building a Customer Portal When you build a customer portal, there are a few elements and features you can not miss!. 1. Online Community When you build your own customer portal, having an online community for your customers is important. This way, you allow them to discuss your products, their featur...

A web portal is a web-based gateway that allows different parties involved in a business to access an organization’s data as per their needs and roles. With a web portal, an organization can manage data and the flow of information better and more efficiently. Creating a web portal also helps minimize reliance on traditional ways of exchanging crucial information like calls, fax, or even emails. There are different types of web portals depending on the purpose you intend to fulfill. Some primary types are customer portal, supplier portal, partner portal, affiliate portal, etc. People sometimes use the terms website and web portal interchangeably, but there are differences. Creating a web portal is not the same as creating a website. While a website includes web pages that anyone can access, a web portal contains information dedicated to a domain. Unlike a website, a web portal requires you to use login credentials instead of a URL to access information on it. While a website boosts digi...

  In today's 24*7 world, the customer portal is taking a table stake. Customers now find it easy to use a self-service portal rather than contacting customer service. And thus, organizations must have a solution. According to Statista's survey, 88% of respondents expect a company or brand to have an online self-service portal. The use of Salesforce Customer Portal has rapidly increased in recent years. Previously, portals only allowed customers to carry out simple tasks like accessing documents. However, now it allows customers to interact with the customer support process. They can generate tickets, track them, and resolve their queries with the help of knowledge base and documentation. But for that, it's imperative to build a customer-friendly, self-support center. Here are some fantastic tips to provide customers with better experience. Direct your Customers to your Portal It may sound no-brainer, but it is. Unless your customer knows about your support site, i...

  Customer service is undoubtedly one of the crucial aspects for any organization. There is a constant need to ensure that your support staff is handling customers’ queries efficiently. It is important to ensure that your organization’s support service is seamless and hassle-free. This is where proper ticket management comes into the picture. And a proper visibility of support tickets that your customers raise is essential for that. There should be a centralized view for you to review the support tickets that your support staff handles. You can integrate a robust ticket management solution into your customer portal. PortalXpand - our Dynamics 365 customer portal solution for Dynamics 365 also offers the feature of ticket management. Steps to Manage Tickets in Dynamics CRM Customer Portal Step 1 : Add or use an existing Contact. Set an Account for that Contact. Step 2 : Add or use an existing case. Account must be set as a Customer. You can use any other Account relationship...

  If you visit a website as a customer, you might have come across several ways to resolve a query. Sometimes it might be directing you to the FAQ page; other times, it might be about sending emails to a customer support team. All this can be overwhelming, considering there are several approaches for a single query. In e-businesses, it's necessary to have an efficient and proper workflow for customer interaction. And also, you won't like to receive all your orders, queries, feedback, and services-related emails on one email id. The best solution is to have a web portal. It helps you get out of this chaotic mess. It's a single solution for all the customer queries and their order management. When you consider web portal solutions , make sure it addresses the customer problems. A custom web portal development can make all the difference. So, if you're planning to build a web portal, make sure it's custom developed. But don't forget to add these features: ...

A business should provide its customers with a way to decrease dependence on customer service. In other words, customers should be self-sufficient in solving small queries and problems. This is where an effective knowledge management strategy comes into play. Knowledge management helps customers find answers to their everyday questions and queries, saving them the hassle of contacting customer service every time. A well-maintained knowledge helps a business prevent overflow of queries and tickets, leading to better ticket management. If you are also a business owner mulling over an effective knowledge management strategy, here’s a post for you. In this post, you’ll learn about the benefits of knowledge management, steps to build a knowledge base, best knowledge management solutions and practices, and more, in detail. Overview of Knowledge Base Management Knowledge management is a process that businesses use to gather, organize, analyze, and share their knowledge with customers. This kn...